Trade in

Hello @beezst, this is not the experience we want you to have. We're happy to help with options to trade in your device. 

You can complete the Trade-in process in minutes if you are processing and returning your trade in device to an AT&T store. If you completed your trade in using our online process, your device is mailed in. 

•  You must ship your old device within thirty (30) days of the day you accept the Trade-in value offered

Replacement kits can be requested by visiting our Trade in help page. If accidently used the new device return label instead of trade-in shipping kit this will also be where you can submit an escalation.

Once you have shipped us your Trade in device, you can stay updated on the status by enterning your email address and confirmation number. Let us know if you have any questions. Thank you for contacting AT&T Community Forums. 

Alasani, AT&T Community Specialist 

Yea I’m aware of BOTH options. However I think you are missing the point. The AT&T associate mentioned refused to process the trade in IN STORE. TERRIBLE customer service especially when refusing the customer a service that as you mentioned is an option!! 

We definitely understand the importance of being able to process your trade in @beezst.

Your feedback is important, and we want to get you into a DM to document your interaction.

Check the message icon in the upper right hand of the page and reply. In the meantime, gather your account information, and we'll take it from there. 

Again, keep an eye out for our Direct Message. Thank you.

Alasani, AT&T Community Specialist 

Mail in is fine. Read directions carefully. 

Just document, take pictures of everything as you pack the phone.  Pack it well.  Make sure the phone is fully charged up and off before you put it in the paper sleeve and then in the box and seal it up. 

When you take it to the post office, take it up to the counter have them check it in and give you a receipt

I mailed my trade in back using the box and labeling provided, but now ATT claims they never received it.  Even though it was their labeling, they claim they can't track it.   Trade in at a store if you can (I tried but the store employees said they were too busy to accept it).  So if you're hoping to get credit for a trade in, don't go with ATT.  Find another carrier. 

Did you take a picture or write down the shipping label tracking number? ATT uses Pitney Bowes for shipping and I was able to track mine there. I had to tell the agent to use Pitney Bowes not USPS (even though that's where I dropped it off I discovered it gets handed off to PB)  idk why the agents don't have this information. They were able to see the phone was received but so far nothing has come of it. No updates on the app and no credits yet but I'm hoping it will go through by the 3rd billing cycle. Good luck